Customer Service will become behavior not a function Erwin-Paul Bouma Product Sales Specialist Customer Interaction Solutions Northern Europe
The Customer of the Future Research Death of the queue Some customers are more equal than others Mind the gap Technology catch up Customer service is everyone s job All seeing, all knowing employee Customer service is the new advertising www.contactbabel-downloads.com Written by ContactBabel; commissioned by Cisco, JAM IP & Exony
Customer collaboration
Death of the Queue
The Power of Virtualisation A lesson in Erlang s Formula! 3 call centre Each with 10 agents working separately 3 call centres With 30 agents working together Talk time = 180s Service level = 80% calls in 20s Wrap up time = 60s Each CC can handle 100 calls per hour Average queue time = 13s Requires 36 incoming lines Talk time = 180s Service level = 80% calls in 20s Wrap up time = 60s The CC can handle 370 calls per hour Average queue time = 10s Requires 30 incoming lines
Anywhere Agents Branches Intercompany Media Engine Partners Outsourcers Mobile Agent Virtual Office IP Proxy Mobile Agent Prisons Home Agents Near Home Agents High Street Back-Office
Some Customers Are More Equal Than Others
Business Process Enabled Routing Customer Resources Human and Automation Sales History and Net worth Language & Preferences Previous Satisfaction Skill & Proficiency Level Location & Cost Language & Personality Enterprise Experts Experience, Training Taken & Customer History Presence & Preferred Touch Point Satisfaction Scores
Behavioral Alignment Has a Big Impact on Customer Service Caller : Agent Alignment Strong Initial Problem Resolution Rate Average Call Time Alignment 87% 5:36 Moderate Alignment 82% 6:08 Weak Alignment 48% 7:19 Average (Traditional ACD View) 80% 6:03
New Measures and New Ways to Present Business KPI s Customer KPI s
Mind the Gap
Case Study Allied Irish Bank Password resets usually cost $10-31 each (Gartner) AIB rolled out VoiceVault s biometric voice-verified password reset service 5,700 employees in phase 1 15,000 employees in phase 2 Available 24 x 7 Improved service and reduced helpdesk costs
Increase Agent Productivity Use speech-recognition for entering wrap-up data The average person types at 30-50 words per minute. The average person can speak 150 words per minute. Nuance
Rabobank the Netherlands
Technology Catch Up
Cisco Collaboration Portfolio IP Communications Mobile Applications Customer Care Telepresence Conferencing Messaging Enterprise Social Software
Social Media Ashtag presentation Statement United Song United
Step 1. Read Your Corporate Policy
Step 2. Search (Listen)
Step 3. Open Accounts Learn the Etiquette
Step 4. Talk to Marketing
Step 5. Engage
Five steps to getting started with social media in the contact center 1. Read Your Company Policy 2. Search (Listen) 3. Open Accounts. Learn Etiquette 4. Talk to Marketing 5. Engage References: Google Five Steps to getting started with Social Media in the Contact Center to find Cisco Community site Email ebouma@cisco.com or tweet @ebouma
Social Media applications
Cisco Quad A Comprehensive Collaboration Platform Personal Dashboard Social Tagging Click to: Call, IM, Meet People, Communities, Information, Search Content Management Directory Profile Blogs, Wikis, Forums Community Team Space Video UC-Enabled Browser Micro-Blogging Policy and Security Open Social Gadget Container
New Channels Email SMS Proactive Notifications Web Interaction Skype
Video and E-Learning
Cisco Show and Share Social Video System Overview Video Collaboration & Sharing User Generated Content & Social Media Features Live Events & TelePresence Playback Secure business workflows and reporting Benefits Video is Everywhere Democratization of Video Communication and Collaboration Video is Personal Get closer with your employees, partners, customers and students with personalized content Scale with Video Drive globalization of content, virtualization of trainings/education Save with Video Reduce time spent in status and project meetings
Case Study Significan t Video call centre using CC Express and VT Advantage cameras to provide sign-language interpreter services for the deaf Accessed via Tandberg video units in local council offices Quick access to an interpreter, within one hour, compared with the current booking time of 2-3 weeks No more depending on friends and family to communicate Up to seven times faster than using a text phone Significan t movie
Video IVR Here are your choices: 1. Sales 2. Service 3. Support 4. Other
TelePresence
Digital Media Digital Signage Call Center Wallboards Show and Share Media Experience Engine
Agent Desktop
Home Screen Cockpit view of the entire contact center
Manage Call Screen Screen Pops for variety of data sources
Customer Service is Everyone s Job
Grainger 448 branches with 4,000 employees Virtualised the branches and call centre Benefits Single number Service level up from 88% to 95% (and variance reduced) Eliminated one call centre saving $3.4m per year Incremental sales of $60m per year Contact Center Branch F Branch E Branch H Chicago Region Market A Branch B Branch G Branch C Branch D Branch J Branch A Branch I Branch L Branch K
Expert Advisor Call Centre Agents Desktop Personal Communicator HQ Workers Remote Office Workers Home Workers Presence Server
Experts can really be found anywhere!
All-Seeing All-Knowing Employee
Case Study Cisco Systems Global follow the sun call centre Request Resolved Core Customer Expert Quality Feedback www.serviceinnovation.org CiscoLive! Cisco.com / CEC Internal KB Customer Request Intelligent Routing Customer Interaction Network Agent
Case Study Cisco Systems 10,000 9,000 8,000 7,000 6,000 5,000 4,000 3,000 2,000 1,000 0 03/02/2002 17/02/2002 Call Volume Halved 03/03/2002 17/03/2002 31/03/2002 14/04/2002 28/04/2002 12/05/2002 26/05/2002 09/06/2002 23/06/2002 07/07/2002 21/07/2002 04/08/2002 18/08/2002 01/09/2002 15/09/2002 29/09/2002 13/10/2002 27/10/2002 10/11/2002 24/11/2002 08/12/2002 22/12/2002 05/01/2003 19/01/2003
Customer Service is the New Advertising
Word-of-Mouth Advertising
Customer Interaction Cloud
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